We needed a tool that would explain benefit entitlement in a visual and simple way. We wanted a mechanism that we could use to identify where the problems were with our clients, where money was going out, and different ways of budgeting in the future. With a number of HMRC scams and loan sharks we also wanted a way to identify possible victims so we could tackle this head on.

On top of the significant increase of general enquiries from internal colleagues, external partners and customers, cases managed by the Benefits and Money Advice Team have increased by 152% since March. We’ve managed this with significantly fewer team members.

The Benefit and Budgeting Calculator is a simple tool that offers helpful visuals. It spoke to our clients clearly and effectively. The scenario functionality on the calculator was something that caught our imagination from the start as we could see it would be a really useful way to show our clients how they could be better off if they made certain changes.

Just this year, our Benefit and Money Advice Team’s dedication and knowledge, coupled with the work we have done with Policy in Practice, has seen us secure over £1million of additional benefits for CBH tenants. In addition, our Benefits and Money Advice colleague based within Housing Options is also closing in on another £1million of additional benefit support for other residents of Cheltenham.

Use the Benefit and Budgeting Calculator as a triage system. For example, if someone starts to claim Universal Credit are they going to lose their tax credits? Will they be worse off in the long run? Use the calculator to identify people in the household who aren’t claiming and should be. This will save you a lot of time and help you see great results.

I wish we had known the huge changes COVID-19 would bring to our way of working.

When presented with the right information in the right way people are very receptive. I’ve seen people completely change their spending habits based on the work we have done with them using the calculator; it was just about landing the message right with them.

This time last year, we had several individuals who were at serious risk of possession proceeding due to high rent arrears and not engaging. We continued to encourage engagement throughout and identified very serious mental health crises. After considerable efforts to secure the appropriate professional help on their behalf, we are incredibly proud to report that they have returned from hospital, maintained their tenancy, we have cleared their arrears with backdated benefit awards and secured funds to clear utility debts.

We are so pleased that we managed to build significant levels of trust with them before lockdown and it has reiterated to us the huge value that face to face welfare right support provides.